Stop the firefighting.
Fix handoffs, ownership, and CRM flow so your business runs cleaner — without heroics.
I’m Rusty. For 25+ years I’ve been the person leadership calls when the phones won’t stop, the queue is exploding, customers are upset, and growth has outpaced the system.
My lane is operational stabilization: clear ownership, clean handoffs, simple scorecards, and CRM discipline your team can actually repeat — even on your busiest day.
A simple approach that creates leverage
No buzzwords. Just clearer execution—built with your people, your tools, and your constraints.
Stabilize the day-to-day
Your team can’t hit goals if every day feels like a new fire drill.
- Clarify who owns what and where work lands
- Clean up SLAs, queues, and handoffs
- Set a “back to basics” rhythm that holds
Fix the glue between people & platforms
Most “tool problems” are really process and ownership problems. We untangle both.
- Map what actually happens vs. what the SOP says
- Tune CRM / ticketing / workflow tools to match
- Add guardrails so changes don’t break later
Prepare operations for AI & automation
AI is powerful, but only if it respects how your business truly runs.
- Clean and structure operational data safely
- Identify practical automation opportunities
- Keep humans in control with clear metrics
Consulting philosophy
If the process doesn’t work on your busiest day, it doesn’t work. These are the principles I build around.
Partnership over buzzwords
I don’t show up to “present.” I show up to work beside you and make the operation feel lighter.
- Start with what’s real (not what’s ideal)
- Build systems your team will actually use
- Stay close until it sticks
Train the team — not just the tools
Good systems fail without role clarity, habits, and simple expectations.
- Employee + management training built for the floor
- SOPs, scorecards, and handoffs people can repeat
- Coaching rhythms that survive busy weeks
Results you can feel
Less firefighting. Cleaner execution. A calmer owner and a stronger team.
- Reduce stalls and rework at the handoffs
- Make “good work” the default
- Put guardrails in place so improvements stay
Numbers with context
KPIs are only useful when they tie to clear actions and real ownership.
- Simple scorecards teams actually check
- Clear definitions so metrics can’t be “gamed”
- Operate to reality: margin, capacity, quality
Outcomes that show up in the business
I don’t lead with frameworks. I lead with outcomes you can feel in operations, customers, and cashflow.
From $15k–$30k/month penalties to incentives
Large outsourced utility program. Penalties had been hitting for 12+ months. I took over in September — by January we flipped to a performance incentive.
- Service level hit 80/20 (80% answered in 20 seconds)
- QA jumped to 90%+ passing
- Retention stabilized and trained CSR churn dropped
From 30–45 min waits to 16-second ASA
Growing call center with no scalable systems. Within 12 months we built the structure to handle growth without breaking the customer experience.
- Average handle time: 5+ min → ~2 min
- Service level rose to ~90%
- Added WFM, QA, tools, recruiting systems, and training upgrades
From owner-dependent to a $1M+ operation
Sign shop doing ~400k/year with key knowledge stuck in the owner’s head. We turned it into a system the team could run and grow.
- Implemented CRM, invoicing, and a sales function
- Built a SharePoint knowledge base + repeatable processes
- Expanded service revenue and grew wholesale operations
Ways to work together
Remote-first packages for fast traction—plus in-house support when the situation calls for boots on the ground.
Ops Stabilization Sprint
Stop the daily fire drill. Clarify ownership, clean handoffs, and create a “back to basics” rhythm that holds under pressure.
- Reality map: what’s happening vs. what’s intended
- Queue / SLA / handoff cleanup
- Simple scorecard + weekly operating cadence
CRM Cleanup + Pipeline Clarity
Turn tribal knowledge into a system. Build pipelines, fields, automation, and reporting that reflect how work really flows.
- CRM structure (stages, fields, hygiene rules)
- Automation that reduces stalls & rework
- Dashboards that drive action (not noise)
Training System + Scorecards
Tools don’t create results—habits do. Build training, playbooks, and coaching rhythms your team can repeat on busy weeks.
- SOPs + role clarity your floor can follow
- Training materials + implementation plan
- Coaching cadence that sticks
Documentation + HR Foundation
Give your team clarity that scales—policies, expectations, and repeatable documentation that protects culture and performance.
- Employee handbook + core HR policies
- Performance eval + promotion paths
- Discipline & accountability framework
Tech + Automation Build
Make the system lighter: automate the busywork, tighten data capture, and connect tools so people can focus on real work.
- AI automation opportunities + guardrails
- New CRM / invoicing / workflow setup
- Data cleanup, retrieval, and reporting
“Boots on the Ground” Support
When the floor is on fire, sometimes the fastest path is in-person leadership—stabilize first, then systemize.
- On-site assessment + rapid stabilization
- Short-term leadership support / interim ops
- Rollout help for systems + training
Next steps
Choose the path that’s easiest: book time on my calendar, or send a note and I’ll follow up.
Book a 30‑minute clarity call
Fastest way to get value. We’ll pinpoint what’s causing the drag and I’ll recommend the quickest path to results.
Prefer email?
Send a message below. If it’s a fit, I’ll reply with next steps and a recommended starting point.